results the results showed that the means of patients' expectations were more than their perceptions of the quality of provided services in all dimensions, which indicated that there were gaps in all dimensions. the highest and lowest means of negative gaps were related to empathy (-0.52 ± 0.48) and tangibility (-0.29 ± 0.51). in addition, among the studied patients' demographic characteristics...

SERVQUAL model, Private secondary schools, Student satisfaction, Service quality ABSTRACT The proposed study analyses the service quality levels of private secondary school education in Sri Lanka from the perspective of students. The aim of the research is to study service quality levels offered in private secondary schools to improve the quality of education levels in Sri Lanka. For this purpo...

INTRODUCTION The main mission of hospitals in any health system is to deliver high quality healthcare for patients and meet their needs and expectations. The aim of the current study was to assess the quality of the service of educational hospitals affiliated with Kermanshah University of Medical Sciences in 2015, from the perspective of patients. METHODS In this cross-sectional study, the pe...

BACKGROUND Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. METHODS Using a cross-sectional design 260 clients referring ...

To highlight the growth of e-government and the importance of its services it is essential to evaluate the performance of the service delivery to customers. Research indicates that traditional performance indexes are not suitable for this evaluation; moreover, it is noticeable that the e-government services are intangible and invisible. Among different e-government services, measurement of qual...

BACKGROUND The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that impact the usersâ€(tm) perceived quality. ME...

Improving the quality of service is most important thing for companies, as case with PT. Gojek Indonesia one online-based provider customer satisfaction very to know level and customers. The development electronic in providers was carried out by distributing questionnaires 385 respondents determine effect on consumers who use it, well finding proposals improvements services based right dimensio...

INTRODUCTION Service quality and customer satisfaction are very important components of competitive advantage in the health care sector. The SERVQUAL method is widely used for assessing the quality expected by patients and the quality of actually provided services. OBJECTIVES The main purpose of this study was to determine if patients from state and private health care facilities differed in ...

Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer s...